» » I'm Sorry to Hear That: Real Life Responses to Patients' 101 Most Common Complaints About Health Care

Fb2 I'm Sorry to Hear That: Real Life Responses to Patients' 101 Most Common Complaints About Health Care ePub

by Susan Keane Baker,Leslie Bank

Category: Medicine and Health Sciences
Subcategory: Other
Author: Susan Keane Baker,Leslie Bank
ISBN: 0974998656
ISBN13: 978-0974998657
Language: English
Publisher: Fire Stater Publishing; 1 edition (December 30, 2008)
Pages: 114
Fb2 eBook: 1664 kb
ePub eBook: 1814 kb
Digital formats: rtf doc azw doc

by Susan Keane Baker (Author), Leslie Bank (Author). And so on for a total of 101 complaints and 101 pages.

by Susan Keane Baker (Author), Leslie Bank (Author). Essentially, the book presents a common complaint on each page and then three sample responses to that complaint. You know, you act like I am an interruption in your day instead of a person who needs help.

I'm Sorry to Hear That. Ideas that you can use today to respond to the 101 most common complaints about health care.

Author: Susan Keane Baker. ": Real Life Responses to Patients' 101 Most Common Complaints About Health Care.

From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. I am here where I don't want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization.

Real Life Responses to Patients' 101 Most Common Complaints about Health Care. From the patients perspective, a complaint about healthcare or service is an urgent statement of fact. by Leslie Bank and Susan Keane Baker. I am here where I dont want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?" When you respond to a patients complaint, you are responding to the patients sense of helplessness and anxiety.

Susan Keane Baker, Leslie Bank. From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact

Susan Keane Baker, Leslie Bank. From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. I am here where I don't want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?". When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety

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Author of Im Sorry To Hear That Real Life Responses To Patients 101 Most Common Complaints About Health Care, Managing patient expectations. Created April 1, 2008.

From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be", "I am frightened and unsure what will happen next", "I put my trust in you, and now something is wrong", "How can I be sure I will be okay?" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization. "I'm Sorry to Hear That.." Real Life Responses to Patients' 101 Most Common Complaints About Health Care provides you with: More than 300 responses you can choose from when patients complain about billing, service quality, their environment, your colleagues and communication. A training resource for staff education programs. A fast way to help new staff members feel comfortable responding to complaints. A tangible tool provided to staff to demonstrate your organization's commitment to service excellence. Suggested wording that can be incorporated into written responses to patients. Ideas that you can use today to respond to the 101 most common complaints about health care. Authored by Susan Keane Baker and Leslie Bank
Comments to eBook I'm Sorry to Hear That: Real Life Responses to Patients' 101 Most Common Complaints About Health Care
Whitebeard
This book is a good start in learning about how to help angry patients and families but it doesn't get very deep into the subject. Essentially, the book presents a common complaint on each page and then three sample responses to that complaint. For instance, page 57 has complaint #57 and it reads...

[Complaint] "You know, you act like I am an interruption in your day instead of a person who needs help. Do you think I want to be here?"

[First suggested response] "I'm sorry I gave you that impression. I should have stopped what I was doing when you arrived and greeted you. I was too focused on what I was doing. How can I help you now?"

[Second suggested response] "You are never an interruption. I'm so sorry you felt that way. I was trying to do too many things at once. You have my undivided attention."

[Third suggested response] "I'm sorry; this has been a very hectic day. I understand this is not the place you'd like to spend your afternoon. I'm all yours now."

And so on for a total of 101 complaints and 101 pages. The introduction and conclusion share a few interesting thoughts about patient complaints in general but that's basically it. All of the responses provided follow a pretty solid formula - first, apologize for the patient's difficulty. Second, segue smoothly into suggesting a solution and/or asking the patient what s/he thinks would be a good solution. It's an efficient way to acknowledge the complaint and then move quickly on to resolving it. After about 30-40 pages, I started getting the hang of the formula and was getting pretty good at predicting what responses the authors would suggest in responding to a specific complaint.

So, once again, it's a good start in learning how to respond professionally and helpfully when you're getting blasted by an angry/frustrated patient or family member but it's not a very detailed guide. Basically, it shows one very effective formula for generating responses and then applies it to 101 different patient complaints. You can read it in an hour or so and then feel confident about applying this one formula in your daily practice but that's about all you can get from this book.
Cae
It's a very tiny pamphlet - It's NOT a book. About 100 pages and less than 1/2 is used on any one page. Literally a third of each page is taken up by a page number or question number. It's really hard to believe that this very short thing can be called a book. Really wouldn't make one issue of a magazine. If it were $3 or so, and called a pamphlet - maybe. I've used Amazon for many many years - I've never returned a book before. This one went right back in the box.
Doomredeemer
Please don't buy this book. I bought it as a recommendation from someone else. Why am I giving it this low rating? It is over 100 pages. Most of the pages have less than a half page of comments. They are in huge letters (not 12 point). I didn't ask for a large print book.

Worst of all is that the comments/suggestions for customer service recovery are so lame. Really, most of us "get it". The other issue is that the billing/access comments are not and could not be up to date. Sorry, but Medicare changes what they pay for and this book is a perfect example of why it is NOT EASY. And why people like me, case managers, and a whole lot of other people have jobs. Because, books like this (and authors -- dang, I am sorry that I put $$ into this person's pocket) just don't understand.

Healthcare makes mistakes. We are addressing them. This book is NO help.
Xurad
nice for new grads to read
I'm a Russian Occupant
looking forward to reading this book
Swiang
This was a great start to what we are trying to do and is worth the price. We will be tailor making some of these answers to our business.
Lamranilv
I work in health care and this is a must have. Sample letters that are difficult to write.
A good way to give suggestions for resolution and service recovery to frontline staff and managers. Excellent way to "jumpstart" conversations with discussions on suggested scripting.
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